Quality Performance Coach
SNG (Sovereign Network Group) provides over 85,000 homes and invest in communities across London and the South of England - our purpose, to provide quality affordable homes and places that people love for generations.
We have a new opportunity for a Quality Performance Coach to join our Property Services team on a full time, permanent basis. The role can be based from any of our office locations (Newbury, Basinsgtoke, Hurn, Blandford, Exeter and Bristol), with the flexibility of working from home.
The role will require travelling to various office locations, this is an essential part of the position.
The Role
You will ensure the quality of our customer service outcomes meets customers' expectations, by providing constructive and engaging quality monitoring and feedback to colleagues. Help develop a highly effective quality monitoring framework that demonstrates best practice from an industry and a wider sector perspective.
The role will be responsible for maintaining high data quality in our customer domain, in Uniclass and other relevant systems. Ensure that data is held centrally for full transparency and that suitable contract arrangements are in place for the continued management all compliance elements within your defined areas.
Ensuring consistent, high‑quality operational delivery by maintaining accurate and up‑to‑date knowledge resources, supporting effective onboarding, and embedding best practice across teams.
Key Responsibilities
- A genuine focus on delivering the best outcome for our customers
- Maintain the Knowledge Bank and Onboarding Passport, share process updates with the team, complete quality checks on work, and review feedback and performance information. Investigate cases that fall outside targets, complete reports and spot checks, and help make sure data is accurate and procedures are followed
- Support new OSCs during onboarding and provide regular coaching and guidance to OSCs and OSTMs to help them follow best practice, build confidence using different channels, and deliver a positive customer experience
- Monitor and evaluate a representative sample of customers' job journey each month, across all channels to provide an overall assessment of customer service quality provided to our customers
- Update systems with outcome of quality assessments along with any supporting notes for feedback, tracking and reporting purposes
- Provide support and coaching to the OSC/OSTMs/Property Services to improve their knowledge and overall experience they provide to customers
- Provide timely, up to date feedback to Team/Operations Support Managers about performance trends or changes to processes. And embed a standardised approach to achieve the contact vision
What we look for
- Confidence in using several different computer systems
- Effective decision-making skills and the ability to prioritise a busy workload
- The ability to positively connect with both internal and external stakeholders
- Knowledge of methods to monitor the quality of data and identify issues (e.g. reconciliations)
- Ability to validate, impact assess and to escalate data issues as required
- Confident in presenting information clearly and effectively to a range of audiences
- Developed coaching skills to inspire others to optimise performance and 'do the right thing' for our customers
